Job Description
Join the Elite Night Shift Team in Miami, FL
Are you a problem-solver who thrives in a dynamic environment? Apex Digital Solutions is seeking a highly skilled Senior Customer Support Specialist to join our remote-first team. This is a unique opportunity to work the night shift from the comfort of your home or our Miami office, enjoying a perfect work-life balance while delivering top-tier service to our global clientele.
We offer competitive compensation, comprehensive health benefits, and a culture that values autonomy and excellence. If you have a passion for technology and customer success, we want to hear from you.
Responsibilities
- Provide expert technical support and troubleshooting for complex client issues via phone and chat during night hours.
- Manage high volumes of incoming tickets with a focus on rapid resolution and customer satisfaction.
- Collaborate with cross-functional engineering teams to escalate and resolve critical bugs or system outages.
- Maintain detailed documentation of technical procedures and customer interactions in our CRM system.
- Train junior support staff and mentor team members on best practices for night shift operations.
- Ensure strict adherence to company protocols, security guidelines, and service level agreements (SLAs).
Qualifications
- Minimum of 3 years of experience in technical support, IT help desk, or customer service.
- Proven ability to work effectively in a night shift schedule (must be available 11:00 PM - 7:00 AM EST).
- Strong communication skills with the ability to explain complex technical concepts to non-technical users.
- Familiarity with CRM software (Salesforce, Zendesk) and remote collaboration tools (Slack, Zoom).
- High school diploma or equivalent; Associate’s degree or technical certification is preferred.
- Self-motivated with strong time-management skills and the ability to work independently.